Author Message

Adamanteus8

Aeria: Product Manager
Adamanteus8
Joined
28 Mar 2013
Posts
1034
Location
United States
PostedDec 17, 2013 6:36 pm

Information Needed when you Report an Issue

**Please Read before Posting/Sending in a Tech Support Ticket
Hi Everyone,

When having an issue, first check this very helpful post: Click here

If you continue to have a technical issue with the Aura Kingdom client we are going to need certain information from you so both us and the developers can properly look into your issue. We have created a short guide on what you will need to do:


* Disconnects or Client Crashes
-Please make sure to press the "send" button whenever you see this pop-up error message:



-When you submit an RT (ticket) for this kind of issue, please make sure to include where you installed Aura Kingdom (default is c:\AeriaGames\AuraKingdom) and attach the most recent error log zip file (it will be in the Aura Kingdom folder and be named "game_username_XX-XXXX.zip)

We will also need the following information:
-What anti-virus software you are using
-Who is your internet service provider (ISP)
-What is your IP address: http://www.whatismyip.com/


* Lag Issues
We need you to indicate what kind of lag you are experiencing:
-Walking Delay
-Skill Casting Delay
-Chat Delay
-Email, NPC Talking, Auction House Delay
-Login/Loading Delay
-Graphical Slowdown/Delay

We will also need the following information:
-What anti-virus software you are using
-Who is your internet service provider (ISP)
-What is your IP address: http://www.whatismyip.com/


* Graphical Issues
We will need your dxdiag information in order to assist you. Here is how to retrieve it:
1. Click your Windows "Start" button
2. Click "Run" or click in the search section
3. Type "dxdiag" and press your enter key
4. Hit "Yes" if it asks you to check if your drivers are digitally signed
5. Once the progress bar finishes on the Tool Window, click "Save All Information" and follow the prompts to save the .txt file
6. Send us the file in your RT (ticket)

We will also need the following information:
-What anti-virus software you are using
-Who is your internet service provider (ISP)
-What is your IP address: http://www.whatismyip.com/


To submit an RT (Ticket) for support, click here and select the type of help you need. Follow the prompts and enter your information. To attach files to the RT, you will need to wait for a response to your ticket via email and then attach your files to your email response.
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